Recent Articles

Moving with Markets

  • Jim Chirico
  • April 18, 2019 | Estimated reading time: 2 minutes to read
  • The Asia-Pacific region (APAC) is experiencing an immense period of economic and technological change.  And Avaya is moving with the market to ensure that our…

Roadmap to Achieve AI Benefits for Customer Experience

  • Guest Contributors
  • April 15, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…

Two Ways to Modernize your IVR to Meet Today’s Customer Expectations

  • Jon Alperin
  • April 12, 2019 | Estimated reading time: 3 minutes to read
  • We live in an age of voice-enabled everything. If consumers can dim the lights, check the weather, and change the TV channel just by speaking,…

The Heart and Humanity Behind Digital Transformation

  • Becky Carr
  • April 11, 2019 | Estimated reading time: 2 minutes to read
  • According to ZK Research’s 2019 IT Priorities Study, 90% of companies now have at least one digital initiative underway. As transformation continues to gain momentum,…
Artificial Intelligence: Ready for Primetime in the Contact Center

Artificial Intelligence: Ready for Primetime in the Contact Center

  • Guest Contributors
  • April 10, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…

Digital Transformation Across Industries: Healthcare, Hospitality and Public Safety – Part 3 of 3

  • Jean Turgeon
  • April 10, 2019 | Estimated reading time: 3 minutes to read
  • Nearly 70% of organizations believe their digital transformation efforts are “less than extremely successful,” according to an IDC study, standing to lose as much as…